As a Customer Success Leader, we know you are focused on maximizing the efforts of your CS team and encourage you to make the most of your ChurnZero Customer Success Manager.
Our CS team has supported and refined CS functions across hundreds of organizations, and have experience working with some of the fastest-growing startups and most recognizable names in SaaS. They are ready and willing to take your Customer Success efforts to the next level!
Read on for 6 ways you can get the most from your ChurnZero CSM resource.
1. Create Custom Fields to Make the Most of your Data
As you build your ChurnZero ecosystem, you may find the need for custom fields that are not readily available. We recognize that all CS teams are different and are always willing to create custom fields that fit your specific needs. Whether you require ChurnZero-only fields, aggregate fields, or formula fields, we’re ready to help make the most of your data.
For example, you may want to create a field that identifies when a customer reaches a specific goal or milestone. This field can then be used as a merge field in a Play to automate a congratulatory message that is sent to the customer.
Another custom field could include the “Number of Champions” field, to count the aggregate customer champions for each of your customers. This information can then be parlayed into your ChurnScore for a more accurate indicator of customer health. You could even alert a CSM (or their boss!) if a customer has 0 champions identified.
2. Get Advice on Scaling Your Customer Success Operations
ChurnZero’s CSMs have a unique perspective into scaling CS operations. With varying experience from different team structures and approaches, our CSMs have had a front row seat to dozens of growing CS teams.
Just a few areas in which our team can lend advice include:
- Structuring your Book of Business
- Various approaches to structuring your book of business (geography, tiering, contract size), and the benefits and shortfalls of each approach
- Adding Efficiency to your Team
- Identifying common barriers in efficiency, and how tools like automation and self-service can eliminate them
- Structuring your Team
- Identifying the roles, job titles and other metrics that fit your company and your customer lifecycle
3. Refine your ChurnScores using the Events Dashboard
ChurnScores are at the heart of the ChurnZero ecosystem. They give your team actionable intelligence and a deeper understanding of your customer’s health.
If your ChurnScores are only based upon CSM sentiment, you risk leaving valuable insights on the table. An in-depth knowledge of how customers use your product and how this usage varies is critical to developing optimal ChurnScores.
Your CSM can help you leverage ChurnZero’s Event Dashboard to identify which factors should be parlayed into your ChurnScore. Whether specific feature usage or log-in rates, we can discuss which data will be most beneficial for refining your health scores.
4. Generate ChurnZero Reports for Your Entire Company
Your CSM can also help you generate ChurnZero reports for each level of your organization. We can help identify which metrics matter most to each stakeholder and how to best organize them.
Whether oriented towards an individual contributor, manager, or a member of the C-Suite, we can help summarize and track your efforts. Using Live Exports we can help create reporting that allows you to track your progress in real time.
For individual contributors we can establish reporting that ties your daily efforts to your monthly, quarterly and year end goals. When presenting information to the Board or C-Suite, we can share how to leverage Live Exports and Account Growth dashboards. Your CSM can offer advice on gathering specific data related to your customers and how best to tie them to your specific corporate objectives.
5. Benchmark and Refine Your ChurnZero Plays, Journeys and other Assets
Don’t forget to leverage your CSM as you continue building out and refining your ChurnZero assets. From Plays to Journeys, ChurnZero CSMs have a wealth of ideas and strategies to make your efforts even more effective.
ChurnZero’s most successful customers continuously monitor, refine and update assets like Plays. Our team is always ready to assist in discussing the performance of these assets and make suggested changes. We can even share best practices and other findings to help you benchmark with your peers.
Our assistance can go beyond more technical product applications. If you have launched a new feature that just isn’t taking off, reach out to your CSM for playbook ideas. If your needs warrant changes to your customer communication strategy, our CSMs can also lend a hand in refining your customer strategy.
Finally, if you feel that ChurnZero is missing something, tell your CSM! Be vocal – we may have a workaround or can even let our product team know so we can potentially add it in the future. We care a lot about customer feedback!
6. Get Advice on Onboarding Your Team to ChurnZero
Like our customers, our CSMs use ChurnZero everyday to support their own book of business. They can offer plenty of advice on onboarding your team to ChurnZero or bringing a new hire up to speed.
Your ChurnZero CSM can help identify which metrics best reflect your team’s individual investments into your new tech stack. We can also help identify longer-term methods to help your team maximize their use of ChurnZero or encourage the use of specific features. If you have a question on onboarding, just ask!
Remember that we drink our own champagne around here. We use and rely on our own tool daily. We also “see the forest from the trees” and know how other customers maximize their use of ChurnZero. We’re always open to sharing what we see that works well and what doesn’t.
If you have a question your ChurnZero CSM is ready to help!
Looking for more ways to propel your ChurnZero Experience?
Stay on the lookout for future customer-only webinars and content in our weekly customer newsletter. Each week we’ll bring you new tips, answer customer questions and provide new opportunities for you to engage and share with your peers. We hope you’ll join us!